Kinetico Incorporated

After going thru two water heaters in quick succession, our plumber recommended we install a water softener. We called Kinetico to install a water softener and in the meantime, contacted an independent lab to test the "hardness" of our water. The test showed that although the quality of the water was good, the hardness level was such that we could benefit from a water softener. The results were confirmed by Kinetico and we had a softener installed several years ago.Over the years we have had the recommended maintenance done including periodic flushing by Kinetico and twice yearly changing of the filters. In December 2008, we noticed that the softener was not running( it typically runs 2X per day for about 15 min. each time---and though not distracting, you can definitely hear it). We called Kinetico and they came out and replaced some parts and declared that it was fixed. We subsequenty filled the salt tank and changed the filters as was scheduled and thought we were all set. We were charged $180 for the service call, which we promptly paid. In May of 2009, we went to fill the salt tank and discovered that even though the motor was running as usual, none of the salt had been utilized so we called Kinetico. The service rep quickly diagnosed the problem, switched out 2 parts and said it was fixed. After reviewing the prior call, he recommended we not sign his service sheet as he understood that the December call did not fix the softener. We were quite surprised to receive another invoice for $183. I contacted the service manager and again explained the situation. He in turn declared that $30 of the $183 was for parts and the additional amount was for a labor component. Although it was their misdiagnosis to begin with, in good faith we paid the $30 in parts so they would at least cover their fixed cost. In turn, they sent us an invoice for the remainder with a threat to turn it over to collections. We realize these are tough economic times, however that is when you should be increasing your quality of customer service to your good customers so that you can retain their business and recommend them to others.Instead, they chose not to recognize their mistake and punish us for showing good faith. Not only will we no longer be recommending them, we are also in the process of replacing the water softener.